Summary: Enterprise Engineering Engagement delivers internal end-user technical support that drives productivity at Facebook. We are a dynamic, diverse and globally dispersed team of IT professionals. Our mission is to unlock every individual’s productivity and to this end we are undertaking an exciting transformation roadmap across our tooling and processes. As we progress our digital strategy transformation, with a focus on self-service, dynamic, and targeted “right channeled” solutions, we are seeking an Information Architect to work within our Service Experience team. The Service Experience Team is a multidisciplinary team of experts spanning Customer Experience, Quality and Knowledge Management and responsible for initiatives that are part of the Global Transformation Program. This team partners most closely with Business Analysts, Engineering, Product Managers, Data Analysts, UX researchers, and strategic teams that represent various operational processes and programs.We’re looking for a seasoned expert in the domains of Technical content taxonomy and knowledge architecture strategy, creation, implementation and management. This role will be expected to advise and lead the planning and design / build of taxonomies, ontologies, and content indexing, tagging, and management for Meta’s IT Helpdesk content. Responsibilities include the creation of taxonomic models, data models, data flow diagrams, vocabulary standards, and metadata management designs.This role focuses on the design of surfaces, systems and processes that support knowledge exchange & delivery in a highly cross-functional, fast-paced and complex working environment. The person in this should be adept at bringing order to chaos and seeing patterns through the noise and redundancy of a highly matrixed content production ecosystem.Required Skills: Information Architect/Taxonomist Responsibilities:
Define knowledge processes and identify the technology requirements for creating, capturing, organizing, accessing and using knowledge assets
Plan information architecture, create use cases, prepare data models, and design information structure, data flow, and navigation
Identify requirements through research and analysis of user needs, preferences, objectives, and data available on how users consume content
Develop, adjust and maintain IT Helpdesk taxonomy & content templates to ensure consistency & alignment with case & process taxonomies
Ensure that digital content is appropriately tagged and has correct metadata for SEO, dynamic content delivery models, site search, and as applicable to the analytics data layer
Lead IT Helpdesk taxonomy committee & generate taxonomy changes
Provide in-depth knowledge domain analysis to identify knowledge gaps & taxonomy needs
Gather & analyze feedback reports to identify technological requirements, content gaps & taxonomy needs
Outline future opportunities and strategies to advance content architecture in collaboration with the Content Strategist
Educate stakeholders on an ongoing basis to champion taxonomy process, workflows, and implementation frameworks
Consult with teammates and XFN partners to communicate change management strategies around taxonomy and knowledge architecture changes
Partner with with data & analytics teams to assess taxonomy and knowledge architecture efficacy based on metrics
Serve as a resource to content strategist in editorial process, metadata implementation, content meta tags, html page tags, and keywords. Drive continuous improvements on IA processes, models, and taxonomy
Contribute and guide content management best practices
Assess user needs (through use cases, service blueprints, journey maps, evaluation of customer experience and analytics data, and UX research), developing sitemaps, doing content audits, creating metadata maps, and structuring content
Minimum Qualifications: Minimum Qualifications:
Bachelor's degree in a directly related field, or equivalent practical experience.
4+ years of experience in knowledge and content management or equivalent areas
2+ years of experience in developing taxonomies/ontologies to support a variety of systems for front-end and back-end use
Experience with developing and implementing complex taxonomies, ontologies, and knowledge architecture at scale
Experience evaluating and implementing taxonomies to support knowledge & content management systems
Experience with designing taxonomies to support search, discovery, and analytics applications of large scale
Experience building taxonomies for machine learning classification systems and conversational solutions
Experience with a variety of topic/domain types and complexity of taxonomies
Experience with systems and business analysis
Experience communicating and presenting taxonomy principles and standards
Public Compensation: $122,000/year to $177,000/year + bonus + equity + benefitsIndustry: InternetEqual Opportunity: Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
